From product to service - Roland Berger

2 A
Successful new services did not begin with entering completely new
turf, but depend on owning their own services value chain completely
Building up from solid competences and assets: selected examples
Evolution to Global Services
Evolution to Total Supply Chain Solutions
> Accumulated service expertise within product units via > Standalone development of small service operations
operating large government IT systems
within the organization :
– World Wide Logistics unit
> Transformation from a business division into Integrated
– Service Parts Logistics
Systems Solution Corporation
– World Wide Dedicated Services
> IBM Global Services: rapid expansion in the IT integration
and consulting services
– UPS Truck Leasing
– UPS Consulting
> Development over existing customer base into new
markets: the on-demand strategy, focusing on business
process optimization and consulting
> Expansion of product portfolio and consolidation of
existing service resources into UPS Supply Chain
Solutions
> Further service focus by organizing into Global
> Reorganization and major M&A effort (16 key acquisitions
Technology Services and Global Business Services
to develop scale and growth)
Source: Roland Berger
Outlook from product to service excellence in telecoms_final_020610.pptx
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